Refund and returns policy
At Alimentos SNOB (SIPIA S.A.) we make preserved foods under strict quality standards. If something does not arrive as expected, we want to put it right. This policy explains when we accept returns, how to request one and how refunds are issued.
Scope
This policy applies to purchases made in our online shop, with zoned and scheduled delivery within 24 to 72 hours in the city of Quito and its valleys.
When we accept a return
- Product with a manufacturing defect: damaged container, broken seal or contents in poor condition.
- Product damaged in transit.
- Wrong product, or a quantity different from the one ordered.
- Product delivered past its expiry date, or close to it.
When it does not apply
Because these are food products, and to protect the health of our customers, we cannot take back:
- Products that have been opened or partly consumed, unless they show a defect.
- Products that were not stored as indicated on the container after delivery.
- Products bought at other points of sale. In that case the claim is handled by the shop where the purchase was made.
Time limit to report
For visible damage, dented containers or errors in the order, you have 48 hours from delivery to report it. For manufacturing defects that are not visible on delivery, you can report them while the product is still within its expiry date.
How to request a return
- Write to us on WhatsApp at (593 2) 389-5615 or by email at info@alimentossnob.com.
- Give us your order number and the product affected.
- Attach photographs of the product and the container, including the batch and expiry date.
Our team reviews every case and replies with a solution. Please do not send the product back before we confirm the claim.
How it is resolved
Depending on the case and on your preference, the solution may be a replacement of the product on the next scheduled delivery, or a refund of the amount paid.
Refunds
The refund is issued through the same method used to pay for the order:
- Bank transfer: credited to the account the payment was made from.
- Credit or debit card: reversed through the payment gateway. The time it takes to appear depends on your card issuer.
- Cash on delivery: we agree with you how the amount is returned.
Shipping costs
When the return is caused by an error on our side or by a faulty product, Alimentos SNOB covers the shipping cost.
Cancellations
You can cancel your order at no cost as long as it has not been dispatched. Write to us on WhatsApp or by email with your order number.
Contact
Alimentos SNOB (SIPIA S.A.)
Puembo, Vía Interoceánica Km. 21, Quito – Ecuador
Phone: (593 2) 389-5615
Email: info@alimentossnob.com